Establish what is happening
Extract the user situation
Identify who is acting, what triggers the task, what successful completion means, and which people receive the result. Rewrite internal language in terms a user would recognize. Record whether the request came from observation, support, policy, or preference.
Locate the break
Trace the current journey through tools, handoffs, waits, and recovery steps. Mark the first point where the desired outcome becomes difficult or impossible. Compare the requester's description with evidence from people who perform or support the task.
Set the frame
List constraints, dependencies, and explicit exclusions. Separate the problem from the proposed interface or automation. State the evidence gap that must be closed before choosing a solution and the decision owner who will use the frame.
What to carry forward
The triage brief should name the user, trigger, blocked outcome, current break, evidence, and frame boundaries. Stop when a solution can be challenged without losing the underlying need. Keep the request provisional when evidence comes only from internal preference or a single escalation.
Technical background: GOV.UK user research guidance.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow